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“In the End, Encryption Is the Ultimate Solution to Cybersecurity”

Encryption

Data Encryption D.AMO

Beyond Compliance: Why Encryption is the Ultimate Answer to Modern Cybersecurity

The recent security incident at SK Telecom serves as a stark reminder of a fundamental truth in cybersecurity: compliance is not the same as security. As Penta Security’s Executive Director Taejun Jung explains, true data protection requires a proactive mindset where encryption is seen not as a regulatory burden, but as the ultimate line of defense.

In the SKT case, the leaked USIM data was not legally required to be encrypted. However, Jung notes that when combined with other information, such data can easily lead to personal identification. This highlights the critical danger of a check-box approach to security and why companies must proactively expand their encryption coverage beyond minimum legal requirements.

Many organizations hesitate to encrypt broadly due to fears of performance degradation, but Jung argues this is a misconception. “With proper system optimization, performance can often be maintained or even improved,” he stated, reframing encryption as “a form of insurance, not a cost.”

Looking ahead, the security landscape will be defined by connectivity, driven by AI, autonomous driving, IoT, and the cloud. “As a result, the importance of encryption to securely protect connected data will only grow,” Jung predicted. This is why Penta Security is actively researching next-generation technologies like homomorphic encryption and post-quantum cryptography.

The lesson is clear. In a world of evolving threats, perimeter defenses will inevitably be breached. Jung’s final message is a call for a paradigm shift: “In the end, encryption is the last line of defense… encryption is the answer.”

About Penta Security
Penta Security takes a holistic approach to cover all the bases for information security. The company has worked and is constantly working to ensure the safety of its customers behind the scenes through the wide range of IT-security offerings. As a result, with its headquarters in Korea, the company has expanded globally as a market share leader in the Asia-Pacific region.

As one of the first to make headway into information security in Korea, Penta Security has developed a wide range of fundamental technologies. Linking science, engineering, and management together to expand our technological capacity, we then make our critical decisions from a technological standpoint.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

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Penta Security Expands Cloudbric Managed Rules for AWS WAF to Two New Regions

Penta Security Showcases Leading Data Security Solutions at GISEC 2025, Tapping into Middle East’s Booming Market

Penta Security has successfully concluded its participation at GISEC 2025, the Middle East and Africa’s largest cybersecurity exhibition, highlighting the company’s strategic focus on this rapidly growing region. The event in Dubai provided a valuable opportunity to engage with partners and customers as the demand for advanced security solutions soars.

The Middle East’s security market is experiencing robust growth, projected at 9.6% annually. This is fueled by widespread digital transformation, smart city initiatives, and strengthening data protection regulations like the UAE’s Personal Data Protection Law (PDPL).

At the exhibition, Penta Security engaged with over 25,000 security experts, showcasing its suite of enterprise-grade solutions designed to meet these regional challenges:

  • D.AMO: A comprehensive cryptographic platform for data encryption.
  • WAPPLES: An intelligent Web Application and API Protection (WAAP) solution.
  • Cloudbric WAF+: Korea’s first Security-as-a-Service (SECaaS) offering for web protection.

A key takeaway from the event was the significant interest from regional banks, government agencies, and enterprises in Penta Security’s D.AMO encryption platform. This demand directly correlates with the implementation of GDPR-level data protection regulations across the region, making data security a top priority.

Following successful meetings with promising partners and clients, Penta Security is poised to rapidly expand its presence in the Middle East and African cybersecurity markets, continuing its mission to deliver trusted security on a global scale.

About Penta Security
Penta Security takes a holistic approach to cover all the bases for information security. The company has worked and is constantly working to ensure the safety of its customers behind the scenes through the wide range of IT-security offerings. As a result, with its headquarters in Korea, the company has expanded globally as a market share leader in the Asia-Pacific region.

As one of the first to make headway into information security in Korea, Penta Security has developed a wide range of fundamental technologies. Linking science, engineering, and management together to expand our technological capacity, we then make our critical decisions from a technological standpoint.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

How Rebrandly strengthened security and SOC 2 compliance with NordLayer

Summary: See how Rebrandly secures remote access to internal resources, meets SOC 2 compliance, and saves time on IP management.

Results at a glance Rebrandly case study

Rebrandly is a global link management platform that helps businesses create and track branded short URLs. With over 1.3 million users and 3 billion clicks tracked monthly, the company helps businesses manage their links more efficiently, giving them better performance, control, and visibility online.

As the company handles large volumes of customer data, strict compliance and data protection are part of its foundation. They meet the highest security standards, including SOC 2 Type II (Service Organization Control 2), GDPR and HIPAA compliance, giving businesses peace of mind about data protection.

Rebrandly profile

Before NordLayer, Rebrandly managed access through manual IP allowlisting, which was a time-consuming process. They needed a security solution that offered automated access control, AWS cloud integration, and support for SOC 2 Type II compliance. NordLayer’s Site-to-Site, a dedicated IP, and custom DNS streamlined their security and eliminated manual overhead.

The challenge: manual IP allowlisting was a headache

We spoke with Antonio Romano, VP of Engineering at Rebrandly, about the company’s shift to a more scalable, secure access management approach.

Before NordLayer, Rebrandly relied on manual IP allowlisting to protect access to internal resources. However, with a globally distributed team and no dedicated IP, this process became frustrating, especially for a company handling confidential data across billions of links.

“With everyone remote, we were constantly updating the IP allowlist. It just wasn’t scalable.”

The manual process made it more challenging to manage SOC 2 Type II compliance, which requires strict access control and consistent security enforcement.

Rebrandly also needed a solution that integrated easily with their AWS cloud environment and simplified permission management.

How NordLayer helped Rebrandly

Rebrandly’s previous setup lacked the automation and centralized control to maintain secure, compliant operations. As Antonio Romano puts it:

“We needed something more consistent to meet SOC 2 compliance requirements. Manual IP management just wasn’t reliable enough.”

With NordLayer, Rebrandly transitioned from manual IP allowlisting to a dedicated IP setup, enabling secure, policy-based access control. The solution integrated seamlessly with their AWS cloud environment, helping protect internal tools and customer data while supporting SOC 2 Type II compliance.

Benefit 1: Secure access with a Dedicated IP

With NordLayer’s Site-to-Site feature, it was easy to configure a server with a dedicated IP in Rebrandly’s AWS cloud environment for secure access.

The Site-to-Site feature uses encryption to securely route each user’s traffic directly to the right company resource based on their needs without affecting connection speed.

“Now we can restrict access to our hardware resources. It’s helping us a lot.”

How Site-to-Site works

Benefit 2: Tools that help achieve SOC 2 Type II compliance

As a SOC 2 certified company, Rebrandly must meet strict security and audit requirements. NordLayer makes it easy by providing Site-to-Site connections and custom DNS settings that ensure consistent, secure access across their team.

“NordLayer helps us meet the security standards required for SOC 2 compliance.”

Benefit 3: Time saved through automation

Manual IP management was time-consuming and unscalable. NordLayer replaced it with a streamlined, automated solution, saving valuable engineering hours.

“Automating our IP setup saves a couple of hours every week. It’s no longer a constant headache to manage access manually.”

NordLayer control panel screenshot with Servers

Results: simplified SOC 2 compliance and streamlined IP management

By switching to NordLayer, Rebrandly strengthened its security posture while reducing the time and effort spent managing access.

  • Faster workflows
    Automated IP management saves several hours per week.

“The real benefit is not having to manage IP manually—it’s just not scalable when your team grows”

  • Increased network security
    Encrypted data transfers between Rebrandly’s employees using NordLayer’s Site-to-Site, whether in the office or remote, help protect the company’s data. This not only protects sensitive customer data but also allows Rebrandly to meet SOC 2 Type II requirements for secure access and data handling.

Why NordLayer works for Rebrandly

Rebrandly uses NordLayer’s Site-to-Site feature to securely connect its internal network to the AWS cloud infrastructure. The setup includes a Virtual Private Gateway and a Dedicated IP, allowing the team to protect sensitive data without compromising performance.

NordLayer also helped Rebrandly save time by eliminating manual IP management. It also supports the company’s SOC 2 Type II compliance efforts, helping them build client trust.

“From a security point of view, NordLayer’s helping us a lot. And we don’t have to deal with manual processes anymore.”

Cybersecurity tips from Rebrandly

Cybersecurity tips by Antonio Romano

Conclusion

Rebrandly’s experience with NordLayer proves you don’t need a large team to have strong, reliable security. By automating access control and making SOC 2 compliance easier, NordLayer helped Rebrandly maintain its strong security posture, save time, and keep things running smoothly.

If your business needs simple, scalable security that works, NordLayer is a good place to start. Contact our sales team to book a demo and find out more.

 

About Nord Security
The web has become a chaotic space where safety and trust have been compromised by cybercrime and data protection issues. Therefore, our team has a global mission to shape a more trusted and peaceful online future for people everywhere.

About NordLayer
NordLayer is an adaptive network access security solution for modern businesses – from the world’s most trusted cybersecurity brand, Nord Security.

The web has become a chaotic space where safety and trust have been compromised by cybercrime and data protection issues. Therefore, our team has a global mission to shape a more trusted and peaceful online future for people everywhere.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

The Ultimate Guide for MSPs: How Clientless Multi-Monitor VDI Drives Revenue Growth

Penetration testing: Definition, types, steps, and key insights

Penetration testing: Definition, types, and steps

Cyber threats don’t always make themselves known in obvious ways. Sometimes the biggest risks to your organization’s security come from unnoticed gaps — a misconfigured firewall, an outdated plugin, or a forgotten user account. That’s where penetration testing comes in.

Whether you’re exploring such a service for the first time or comparing manual and automated testing approaches, this article will cover what penetration testing is, how it works, the different forms it can take, and why it’s a vital part of any security strategy.

What is penetration testing (pentesting)?

Penetration testing (pentesting) is a controlled simulation of a cyberattack designed to spot security weaknesses before real attackers can exploit them. Security experts — often called ethical hackers — use the same techniques as malicious actors to test how well a system, network, or application resists the attacks.

For enterprise security, pentesting is critical because it helps identify potential vulnerabilities early. Unlike a real attack, a penetration test is planned beforehand to avoid causing any disruptions during the process. The goal is to identify vulnerabilities, understand how far an attacker could get if they tried to enter the system, and recommend fixes.

Pros of penetration testing

When done regularly and strategically, penetration testing offers several key benefits that go beyond surface-level assessments. By mimicking real-world attack scenarios, it:

  • Finds real-world vulnerabilities. Pentests uncover critical security vulnerabilities that typical scans may miss, such as broken authentication flows or logic flaws.
  • Tests detection and response capabilities. Pentesting shows how well a company’s security features hold up during an active breach and how fast the team reacts.
  • Supports compliance efforts. Pentesting helps organizations meet compliance standards that require regular assessments of system defenses and sensitive data protection.
  • Reduces long-term risk. Proactive testing can prevent costly incidents by addressing vulnerabilities before attackers exploit them.

Cons of penetration testing

While a powerful security tool, pentesting is not without limitations. From costs to scope constraints, some challenges may impact how and when organizations choose to run tests:

  • Only reflects a moment in time. A penetration test captures the state of a target system at one point. Without follow-up, new issues may go unnoticed.
  • Qualified specialists are in short supply. Skilled penetration testers are in high demand, and working with a top pentest company can come with a high price tag.
  • Potential for disruption. If not scoped carefully, testing against production systems may slow down services or trigger alerts unnecessarily.
  • May not cover all threats. Some advanced or long-term threats, such as persistent social engineering pentest tactics, may fall outside the test’s scope.
  • Budget constraints. Pentesting cost can deter smaller businesses — even though the investment typically outweighs the cost of an actual breach.

Types of penetration tests

Penetration tests can target different layers of a company’s infrastructure, depending on its risk profile, systems in use, and compliance needs. Each type of test focuses on a specific environment, simulating real-world attack vectors to spot security weaknesses. Below are the most common types of penetration testing, tailored to specific environments and threat scenarios.

  • Network penetration testing identifies vulnerabilities in internal or external network infrastructure, including misconfigured firewalls, open ports, or outdated systems.
  • Web application penetration testing evaluates websites and online platforms for issues like broken authentication, insecure inputs, and session mismanagement. Such type is crucial for any business handling user data via online services and is frequently offered by pentest service providers.
  • Mobile application penetration testing monitors iOS and Android apps for improper data storage, weak encryption, and unsafe third-party libraries. It ensures sensitive data on user devices is protected from exposure.
  • Cloud penetration testing assesses cloud-hosted environments (e.g., AWS, Azure) for misconfigured settings or overly permissive access, helping companies meet compliance and improve their cloud security posture.
  • Wireless penetration testing analyzes Wi-Fi networks for threats such as rogue access points, weak encryption protocols, or unauthorized devices within range. It is used to secure on-premise connectivity.
  • Social engineering penetration testing simulates phishing attacks, phone-based pretexting, or impersonation to test how easily users might unintentionally give away credentials or grant access — highlighting the human layer of risk.
  • Physical penetration testing challenges the effectiveness of physical security systems like access badges, locked areas, or surveillance. It offers a full view of on-site security weaknesses that could allow unauthorized entry.
  • External network penetration testing focuses on internet-facing assets like web servers, email gateways, or VPNs. It replicates how a remote attacker might attempt to gain access from outside the organization’s network perimeter.
  • Internal penetration testing simulates threats originating from within the organization, such as a disgruntled employee or a compromised endpoint. It helps assess how well security features protect internal systems once an attacker has already bypassed the perimeter.
  • Application penetration testing analyzes how custom or third-party software handles input validation, access controls, and error conditions. It identifies flaws that may not surface in broader network or infrastructure assessments.

Many companies hire outside experts to tackle these tests, whether once or regularly, to keep their security strong. Usually these experts mix different test types to fit the company’s needs and make sure they stay secure long term.

About NordStellar
NordStellar is a threat exposure management platform that enables enterprises to detect and respond to network threats before they escalate. As a platform and API provider, NordStellar can provide insight into threat actors’ activities and their handling of compromised data. Designed by Nord Security, the company renowned for its globally acclaimed digital privacy tool NordVPN.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Protecting your project execution — Keepit is now backing up Jira and Confluence Cloud

Atlassian’s suite of collaboration tools—Jira, Confluence, and others—has become mission-critical for countless teams across the globe. From software development to IT service management, Atlassian’s cloud products are the central nervous system of modern project execution: whether it’s tracking tickets and development workflows or storing vital knowledge in pages and spaces. Under Atlassian’s shared responsibility model, it’s up to you to safeguard your own data. 

 

Shared responsibility: How effective is Atlassian’s native backup and recovery service?  

Backing up your data in a separate infrastructure from your production data is an industry best practice to secure business continuity and comply with increasing regulations. 

 

Although the offered, native backup and recovery service is useful for some Jira and Confluence customers, it has some major limitations: for starters, it’s not generally available for all Atlassian customers.  

 

On top of that, the native backup solution only stores your data for up to 30 days, after which it expires and can’t be restored. Atlassian’s backup also has a limit to how much data you can restore on your own, without the help of customer support: backups larger than 60GB need Atlassian support assistance for restoration.  

 

Reasons why you should independently back up Jira and Confluence Cloud 

As companies become more and more dependent on SaaS applications, independent backup —and the capability to recover instantly — has become a basic element of cyber readiness. 

 

Keepit backup and recovery for Jira and Confluence Cloud will ensure and support 

 

  • Business continuity 
    Regular backups are a must to mitigate risk of business disruption, financial loss, damage to a company’s reputation, and even legal action. 
  • Protection against human error 
    Mistakes happen every day. Your users and administrators have access to your most vital data, and one accidental deletion means losing data you rely on the most. Human error is still the leading cause of data loss. 
  • Confidence during systems updates and migration 
    Having secure backups makes migration easier and more secure. 
  • Cyber resilience 
    Data loss from security breaches, such as ransomware and malicious deletion, are on the rise. Without a backup in place, your SaaS data can be lost forever. 
  • Compliance 
    To comply with increasing regulation such as NIS2 or GDPR, you need uninterrupted access to your data, and any data loss or disruption may lead to failures to comply. 

 

Keepit backup and recovery for Jira and Confluence Cloud 

Keepit backup and recovery for Jira and Confluence Cloud enables companies to secure their project management data, with assurance that it can always be recovered. Some of the key features of Keepit’s solution include 

 

  • Automated backups — have all your data at your fingertips, always, with comprehensive, automated backups of your Jira and Confluence Cloud. 
  • Granular restore capabilities — quickly identify the correct Jira and Confluence data to recover with Keepit’s Smart search and Previewer for projects, issues, files, and attachments. 
  • Storage — immutable backup and retention. 
  • 100% cloud based: no hardware, no upgrades. 
  • Secure platform architecture, built on a robust, cloud-native design with AES-256 encryption for data protection. 
  • End-to-end certifications: ISO 27001, ISAE 3402, and GDPR-compliant, ensuring the highest security standards. 
  • Independent cloud: Keepit’s vendor-neutral cloud stores backup data separately from SaaS providers. 
  • Monitoring of snapshot data to automatically detect anomalies. 
  • Compare backup snapshots to identify records added, modified, or deleted over time, enabling precise recovery. 

 

Final thought: Your project management tools deserve the same protection as your source code or customer records 

Imagine a product team losing its entire Jira roadmap, or a customer success team being cut off from the service history logged in Confluence. The ripple effects affect every part of the business.

 

That’s why backup isn’t a “nice to have” for Atlassian—it’s essential. 

 

 tailored to Atlassian workloads ensures that your teams can innovate confidently, collaborate securely, and recover instantly—no matter what happens. 

 

About Keepit
At Keepit, we believe in a digital future where all software is delivered as a service. Keepit’s mission is to protect data in the cloud Keepit is a software company specializing in Cloud-to-Cloud data backup and recovery. Deriving from +20 year experience in building best-in-class data protection and hosting services, Keepit is pioneering the way to secure and protect cloud data at scale.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

ITIL Incident Management – Definition, Benefits, and Process

In a more digital work environment, delivering IT services smoothly is important for organizations to succeed. IT teams face the challenge of restoring normal service operations as quickly as possible after unexpected disruption. This is precisely where ITIL® Incident Management comes into play as a proven approach within service management.

This article examines the mechanics, benefits, and strategic implications of the ITIL Incident Management process, particularly efficiency, user focus, and continuous improvement.

What Is Incident Management According to ITIL?

ITIL (Information Technology Infrastructure Library) is a framework of best practices in IT service management. In this framework, Incident Management is a structured method. It helps handle unexpected problems, quality drops, or outages in IT services.

The goal is to quickly restore service quality. Service Level Agreements (SLAs) establish expectations for how quickly this should happen. Fast service reduces the impact on users.

Incident Management vs. ITIL-Compliant Approach

Many organizations already have Incident Management procedures in place. However, some people do not know about ITIL best practices. Others avoid them because they seem too complex.

This typically leads to inefficiency, inconsistency, or purely reactive processes. Companies should decide for themselves to what extent they need to orient themselves around ITSM or ITIL.

ITIL Incident Management distinguishes itself through:

  • Standardized workflows
  • Clear role assignments (e.g., Incident Manager)
  • SLA-based incident prioritization
  • Integration with service management tools
  • Documentation for use during and audit or in process improvement

As a result, organizations gain control over service disruptions. Support teams also get the ability to systematically evaluate and strategically optimize services.

Why ITIL Incident Management? – Key Benefits

A consistently implemented ITIL Incident Management process offers several key benefits:

  • Faster problem resolution: Structured procedures and escalation mechanisms help restore services more quickly.
  • Customer satisfaction and transparency: Affected users receive regular status updates via the service desk, which fosters trust.
  • Measurable service quality: SLAs enable objective assessment of performance and availability.
  • More effective incident handling: Reusable solutions, improved communication, and automated processes save resources.
  • Foundation for continuous improvement: Systematic evaluation of incidents provides valuable insights for optimizing services and processes.
  • Stronger customer relationships: Reliable services and clear communication build trust in the IT department and the whole organization.

The ITIL Incident Management Process in Detail

  1. Incident Logging and Documentation

    All incidents are documented systematically within the service management tool, including all logs. This enables complete traceability and forms the basis for accurate analysis and efficient reporting.

  2. Categorization and Prioritization

    Incident categorization (e.g., network, applications) helps team members decide what to focus on first. Teams assess the urgency and impact of incidents to prioritize them and meet SLAs.

  3. Initial Investigation and Diagnosis

    The service desk, or first-level support, does initial checks to find and, if they can, fix the problem right away.

  4. Escalation Management

    If a quick solution is not possible, escalation management engages the right people to find a solution. These incidents go to specialized teams.

    Organizations usually divide these teams into 1st, 2nd, or 3rd level support. Teams assign incidents to higher levels based on how serious and complex they are.

  5. Resolution and Recovery

    A solution is implemented, tested, and documented. Teams restore service in accordance with the SLA.

  6. Closure and Documentation

    Once the incident has been resolved and the affected user confirms restoration, the incident is closed. The documentation contributes to the knowledge base and continuous improvement.

  7. Analysis and Lessons Learned

    Incidents should be analyzed regularly to prevent future occurrences. Are there recurring patterns? Can Problem Management identify root causes?

Operational Role of the Incident Manager in ITIL Incident Management

The Incident Manager is responsible for the overarching coordination of all incidents. This role is critical to effectively manage incidents, especially during business-critical disruptions.

Responsibilities include:

  • Ensuring SLA compliance
  • Coordination between IT teams and the service desk
  • Escalation management
  • Reporting and quality control
  • Organizing post-incident reviews for critical cases

Service Desk as the Central Point of Contact

The Service Desk holds a central position in ITIL Incident Management. It acts as the designated Single Point of Contact (SPOC) within the ITIL framework. This helps improve communication between IT service providers and end users.

It coordinates incoming incident reports and manages the initial diagnosis. An efficiently operated Service Desk not only improves response times but also ensures a high-quality user experience.

Giving the service desk the right tools is critical. Automated categorization, access to knowledge bases, and easy solution paths set apart reactive support from proactive support.

How ITIL Incident Management Connects with Other ITIL Processes

Incident Management is closely linked to other ITSM processes:

  • Problem Management: Recurring incidents may indicate underlying issues requiring structural resolution.
  • Change Management: Teams replace temporary workarounds with permanent changes.
  • Knowledge Management: Successfully resolved incidents enrich the knowledge base.

The collaboration between these processes increases the efficiency and sustainability of the overall IT service landscape.

Importance of SLAs (Service Level Agreements)

Service Level Agreements (SLAs) define binding targets for incident response and resolution times. They make sure that both the provider and client agree on expectations. This agreement improves monitoring performance.

Example resolution timeframes based on types of incidents (illustrative only):

  • Major incident: Resolved within 4 hours
  • Medium incident: Resolved within one business day
  • Minor incident: Resolved within 3 business days

SLAs enable objective service quality evaluation and are a central control mechanism in service management.

 

Tailoring ITIL Incident Management to Business Needs

ITIL provides a standard framework, but it is not prescriptive. Organizations should adapt processes to their specific requirements to maximize value:

  • Assess the maturity of the IT organization
  • Analyze existing service management processes
  • Establish interfaces to related ITIL processes (e.g., Problem or Change Management)

Pragmatic implementation means translating ITIL concepts into the organization’s context—not applying every guideline literally. Leaders should take agility, corporate culture, and existing system landscapes into account.

 

Best Practices for Successful Implementation

Establishing an ITIL Incident Management process requires a structured approach. Proven practices include:

  • Management buy-in: Executive support is essential for successful implementation across all phases.
  • Training for stakeholders: IT teams, Incident Managers, and service desk staff need a shared understanding of processes, responsibilities, and goals.
  • Pilot phase with selected services: A test phase should validate and refine the process before full implementation.
  • Technical infrastructure: Choose appropriate tools (e.g., OTRS) that support workflows, SLAs, and reporting.
  • Cultural integration: People should not see ITIL as bureaucratic overhead. Position it as a path to better service management—with benefits for both customers and employees.

How OTRS Supports ITIL Incident Management

OTRS offers a robust platform for implementing ITIL-compliant processes:

  • Integrated service management modules for Incident, Problem, and Change Management
  • SLA management with configurable response and resolution times
  • Self-service functionality to reduce service desk workload
  • Monitoring and reporting via dashboards (e.g., incident volume, SLA compliance, trend analysis)
  • Knowledge base to enable fast resolutions through reusable solutions
  • User-friendly interface to minimize training time and increase adoption

With OTRS, organizations achieve more effective incident management through automation, transparency, and continuous optimization. IT teams, in particular, benefit from structured processes, streamlined communication, and measurable outcomes.

Conclusion

ITIL Incident Management is more than just a reactive process. It’s a structured, SLA-driven component of service management. It enables fast restoration of IT services, high user satisfaction, and strategic control over resources.

Organizations can improve incident management by using roles such as Incident Manager. They should also have a professional service desk. Additionally, using tools like OTRS helps create a strong foundation for effective incident management. The result: reduced downtime, greater user satisfaction, and enhanced control over critical IT processes.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

New Discovery with NetScan for Automated Asset Management in Pandora FMS NG 781 RRR

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

About PandoraFMS
Pandora FMS is a flexible monitoring system, capable of monitoring devices, infrastructures, applications, services and business processes.
Of course, one of the things that Pandora FMS can control is the hard disks of your computers.